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December 2016

December 27, 2016

Here’s a fun questionnaire to use with your leadership team to identify opportunities to grow as an OutFront Leader and Coach in 2017.

1. Do you begin your day with a positive attitude? One where you plan to succeed?

Most days - 2 points

Some days - 1 point

No and I don't care - 0 points

2. Do you have a written plan each month/week to make certain you achieve your goals?

Yes - 2 points

Most of the time - 1 point

No, I just hope for the best - 0 points

3. Do you regularly praise your staff?

I do. I really do! - 2 points

I probably think about it more than I do it. - 1 point

I have to talk to my employees? - 0 points

4. Do you recognize employees in front of their peers?

Yes, and they appreciate it - 2 points

Sometimes - 1 point

Everybody knows what everyone looks like so why bother - 0 points

5. Do you regularly thank your staff?

Always - 2 points

Most of the time - 1 point

Yes, if they bring me coffee - 0 point

6. Do your employees feel like you're a good coach and that you have their best interests at heart?

Yes - 2 points

Some of them do - 1 point

I have to coach them, too? - 0 points

7. Do you model expected behaviors as you work alongside your staff?

Almost always - 2 points

I try - 1 point

Do I look like a model? - 0 point

8. Do you regularly meet with your staff and discuss their development?

Every month (or so) like clockwork - 2 points

Pretty regularly - 1 point

Sure, if you count hanging out in the breakroom together - 0 points

9. Do you regularly meet with someone to discuss your development?

I make an effort - 2 points

It might happen from time to time - 1 point

I get plenty of feedback from my spouse - 0 points

10. Would you be proud to have every member of your team wait on your best customer?

Absolutely - 2 points

I hope so - 1 point

You've got to be kidding - 0 points

11. Do you constantly remind your employees what actions they take need to take to deliver a great experience and make a sale?

Like clockwork - 2 points

Yes, but could do more - 1 point

What actions are you talking about? - 0 points

12. Are you happy doing what you're doing?

Love it - 2 points

Most days - 1 point

You know where I can get a job? - 0 points

13. If you are out sick for the next 90 days, do you have someone who can step into your role?

Yes - 2 points

Sort of - 1 point

Get sick. Great idea! - 0 points

14. Do you spend as much time training and developing your staff as you do on administrative work?

I think so - 2 points

I try - 1 point

You're kidding me? - 0 points

15. Can you look back on 2016 and see how you personally have grown?

Absolutely - 2 points

Now that you mention it, yes. - 1 point

Sure. 20 pounds, to be exact - 0 points

16. Are you worried about business in 2017?

Yes, I'm worried how I'll be able to spend all the money I plan to make! - 2 points

Concerned is a better way to say it - 1 point

About that job - 0 points

17. Do you have ideas on how you’ll be an even better coach and leader 2017?

Yes, I do! - 2 points

I don't know - 1 point

You have ruined my day. - 0 points

Add up your score and see how you've done. Are you pleased with your score? In what areas would you like to improve?

I encourage you write down three actions you’ll commit to taking in early January to not only improve you, but substantially increase the likelihood of your business having a highly successful 2017!

Remember, choose to create your success and take the daily actions necessary to achieve your goals.

Happy New Year!

- Doug

Doug Fleener, the former director of retail for Bose Corporation, is a speaker and consultant known for bring fresh approaches and powerful actionable ideas to clients and audiences around the world. Learn more at DougFleener.com.

December 22, 2016

Over the next 10 days almost all of your customers will be delightful to work with but, inevitably, you will encounter one or two stressed out, unhappy customers. Here are five steps for dealing with the (rare) unhappy customer.

1. Let the customer vent. Experience has taught me that that once the unhappy customer starts talking, let him/her go. Like a good fire, most of the time these customers burn themselves out.

- Don't be defensive.

- Listen actively with ears and eyes.

- Don't interrupt. You'll get your chance to respond.

If he's speaking very loudly or inappropriately, politely ask him to lower his voice. If necessary, you can ask him to follow you to another part of the store – or even out the door – to continue the conversation.

2. Establish the facts without judgment. After the customer comes up for air, you need to get beyond the emotions to the facts. Say something like, "So what you're telling me is that you're unhappy that you bought this last month and it was your understanding it would never go on sale and now it is on sale?" Compare that to "Nobody who works here is going to tell you that something would never go on sale."

3. Express both your regret that he/she is unhappy and your desire to find a resolution. "I'm sorry you're upset but let's see what we can do." Remember that saying "I'm sorry" doesn't mean you or anyone on your staff was wrong. It just means that you are expressing sympathy and regret for what happened.

4. Ask him what he thinks would be a fair resolution. More often than not the customer's suggestion will be something you'll find more than acceptable. Most of the time, unhappy customers just want to be heard. If your customer's resolution is acceptable, take it. If not, tell him what you can do for him.

Remember, it's important to tell your customer what you can do, not what you can't. Instead of saying, "I can't give you your money back." you could say, "What I can do is give you a store credit that's good for a year."

5. Afterward, thank your customer for allowing you opportunity to resolve the issue. This one little step will amaze your customers. A statement like that, one that most companies never make, is sure to turn even the crabbiest customer into a raving advocate.

Two other thoughts:

Dealing with refunds and exchanges. Sometimes it is smart business to just give in and do whatever it takes to make the customer happy. A disruptive customer can cost you a whole lot more in sales than whatever it is they are asking for. Think about the longtime value of the customer, and don't forget the aggravation it causes you personally. That's your call, but I'm not going to argue over a few dollars.

Most of all, don't let it ruin your day. Don't take it personally. Live and let live. Don't let someone else's character flaws bring out your own. Move on and enjoy the rest of your cheerful and appreciative holiday customers.

Merry Christmas. Happy Hanukkah, and Happy, Happy, Happy Day!

- Doug

Doug Fleener, the former director of retail for Bose Corporation, is a speaker and consultant known for bring fresh approaches and powerful actionable ideas to clients and audiences around the world. Learn more at DougFleener.com.

December 14, 2016

Here are some quick tips and reminders on engaging and selling to multiple customers. Applying one or more of them will help you deliver an even better holiday customer experience resulting in higher sales!

Introduce yourself immediately upon engaging a customer, and ask his/her name. This will make customers feel they're getting special attention, even if it is off and on.

Tell your customer you're committed to helping her purchase the perfect gifts for everyone on her list. Even if you are pulled away to help another customer, this customer still feels like you're there to help her. It also immediately establishes that you'll be helping her with her entire shopping list.

Always let your customer know when you have to break away to help someone else. This way, your customer doesn't think you've just abandoned her. Some associates like to ask the customer for permission. She will always say yes.

Give your customer an assignment. This is my favorite tip. Have your customer choose two or three products that catch her eye, and say that you'll tell her about them when you get back. You'll be amazed how many customers follow directions! (More on the assignment on this three-minute video.)

Go back to a previous customer when you're done with the others. As obvious as this sounds, I see some salespeople not reengage with a customer because they don't want to get tied up.

Proactively ask an associate who is free to assist your customer. Introduce your customer to your colleague, then take a few seconds to brief your colleague on what's taken place to date.

Sell to an audience. Invite other customers to join you when showing a product. It usually creates an even more fun and engaging experience.

Chances are you already put some, if not most, of these into practice. That also means that incorporating one or two more of them will help you be even more successful!

So let me ask, which one of these actions will help you engage and sell to more customers?

The busier the store gets, the bigger the impact (both positive and negative) the leader has on his/her staff and results. That’s why I hope you’ll invest a few minutes to read my ten quick holiday leadership tips,

One of your most important tasks this week ­­is to create a joyful work experience for your staff. A happy, energetic, and engaged staff is most definitely a competitive advantage this week.

It is also essential to make your store a joyful and productive shopping experience for your customers. That's pretty much a slam-dunk if you've taken care of your staff.

Stress could be your biggest impediment to being a productive leader this week. Keep talking with your manager, mentor, friend, spouse, or whoever, about how you're feeling. Talking it through almost always leads to lower stress and higher focus.

Avoid excuses. Own what's happening in your business, good, bad, or okay. If you claim what's taking place you can also lead your team to even better results.

If your sales are falling short, do you know exactly where your opportunities are? You can't change or improve trends without understanding the cause. Are one or two of your product categories off? Is your average sale or transactions down?

Establish a daily action that focuses your team on improving the issue(s) you identified above. Too many managers/owners only talk about the desired result and not the actions needed to change the trend. The same is true for those having a strong holiday. Action is the key!

Be sure your team continues to focus on Who and not What. (Or as you learned in this video, Whonotwhat.) One retailer increased their store’s average sale by 25% last weekend by making that shift. 25%!

Back-ups at the register are more likely to happen during the weekday when there is less staff. Don't let the last steps of the customer experience be any less stellar than everything that came before.

Share the working with multiple customers handout with your staff before this weekend. You can download it here, or read about it below.

Last but not least, step up and be the floor leader your customers and staff need. A manager once told me that during busy times he saw himself as just another team member. I wanted to fire him on the spot.

You can't be just another salesperson or cashier. It doesn't mean you can't sell or ring every now and then, but you need to be leading and controlling what's happening in the store. Your team needs you to lead and coach them to success!

So let me ask, are you and your management team ready to lead the team to finish strong?

December 09, 2016

Between now and the end of the year, your staff will have stretches where they are extremely busy and will need to work with multiple customers simultaneously. How well they do that can make a big difference in your holiday sales results, as well as the quality of the customer experience you deliver.

In this three-minute video I share with you the secret to working with multiple customers.

I speak and consult on customer experience and specialty retail. Learn more at DougFleener.com.